Senior Product Manager - Salesforce CC

Tbwa Chiat/Day Inc; London; On-site; GBP 50,000 - 90,000

Job description

Role: Salesforce Dedicated Product Manager responsible for SCV, BYOC-CCaaS, dialler/connect, external routing and Log a Call.

Vonage Product Management Mission: We bridge technology and the business needs to deliver new products and services to the market. We imagine the future and orchestrate cross-functional efforts to bring it to life. We apply business understanding, customer knowledge and competitive awareness to collaborate with and lead efforts to envision, design, develop and execute state-of-the-art products and features. Our output changes the communications game.

Why this role matters

Reporting to the Director, AI and Contact Center, Product Management, you will be a critical member of the product management team, who together encompass our core CCaaS product, including but not limited to; Service Cloud Voice, Bring your own CCaaS, IVR, Omnichannel, Sales Dialer, AI Virtual Assistant, Call Logging, Dashboards, Statistics and Reports, WFM integrations and our key integrations with Salesforce.
You will own the Salesforce part of our portfolio and will have the opportunity to influence our overall product strategy.

What you will do

Market Research and Customer Interface

• Work closely with our existing customer base to present our vision, understand their needs and use cases, and partner with them throughout the feature delivery process.
• Work closely with key user groups to drive shared learning and collaboration through our community.
• Work with prospective customers and sales teams on opportunity analysis, proposal development and bids to address specific customer needs.
• Competitive analysis specifically around the Salesforce ecosystem and verticals to articulate where our solution is positioned to win.
• Be the voice of Salesforce within Vonage and vice versa.

Product Life Cycle Management

• Help develop the strategic direction of your business area, aligning with our business goals.
• Articulate business value propositions.
• Eliciting requirements from internal and external stakeholders, documenting requirements for development teams and prioritization.
• Collaborate with key internal stakeholders to deliver the roadmap.
• Analyze pricing scenarios, competitive differentiators, and innovative technology solutions to enhance existing products and identify new market opportunities.
• Instill the voice of the customer throughout the organization.
• Assist with sales enablement. Help develop or contribute to the product collateral – FAQ documentation, white papers and customer success stories.

Go-to-Market & Revenue Generation

• Collaborate with Alliances, Marketing, Sales, Account Management and Business Operations to develop and drive product-specific go-to-market strategies.
• Determine the most effective packaging, pricing and positioning for products; work with product marketing to create and develop product messaging.
• Present and support customer webinars.
• Understand and nurture the relationship with Salesforce.
• Keep up to date with new Salesforce products and enhancements and monetize them for Vonage.

What you will bring

• Very strong knowledge of Salesforce service and sales clouds.
• Strong understanding of, but not limited to, omniflows, apex, APIs, packaging and appexchange.
• Ideally implementation experience of Service Cloud Voice.
• Knowledge of contact center business challenges.
• Strong experience in delivering and growing successful products, ideally in the cloud communications space.
• Strong experience in Agile Development practices.
• Excellent written and verbal communication skills.
• Understanding of the competitive and upcoming technology landscape.

What is required for application
Required

• Fluency in English.
• 5+ years’ experience in product management, professional services or sales engineering in a Salesforce setting.
• 3+ years’ contact center experience.
• SaaS knowledge.
• Additional contact center software experience e.g. knowledge management, WFM.
• Understanding of LLMs and Generative AI.

What is in it for you

Example benefits (variable by location)

• Thriving and dynamic working environment - a collaborative team who support each other and celebrate each others’ victories.
• Unlimited paid annual leave.
• Company pension/401k.
• Life insurance.
• Cycle to work scheme.
• Payroll Giving for Charities.
• Private Medical.
• Enhanced Maternity and Paternity Leave.

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